Production Support Specialist​/Service Operations Specialist - Assistant Vice President

Full/Part-Time: Full-time
Regular/Temporary: Regular
Location: Cary, NC

Job Title Production Support Specialist / Service Operations Specialist

Location Cary, NC

Who we are

In short - an essential part of Deutsche Bank's technology solution, developing applications for key business areas.

Our Technologists drive Cloud, Cyber and business technology strategy while transforming it within a robust, hands-on engineering culture. Learning is a key element of our people strategy, and we have a variety of options for you to develop professionally. Our approach to the future of work champions flexibility and is rooted in the understanding that there have been dramatic shifts in the ways we work.

Having first established a presence in the Americas in the 19th century, Deutsche Bank opened its US technology center in Cary, North Carolina in 2009. Learn more about us here.

Overview

As a Production Support Specialist / Service Operations Specialist in Corporate Bank Production, you will support mission-critical payment processing and foreign exchange platforms across high-value, low-value, bulk, instant, and cheque payments. You will work in a global, follow-the-sun environment that provides 24x7 support for Corporate Bank clients and their daily cash management activity. You will combine hands-on troubleshooting with automation, monitoring, platform hygiene, and continuous service improvement to strengthen stability, resiliency, and the end-to-end client experience.

This is an opportunity to influence production engineering practices, partner across development and infrastructure teams, and help build a more proactive engineering culture.

What We Offer You

• A diverse and inclusive environment that embraces change, innovation, and collaboration
• A hybrid working model, allowing for in-office / work from home flexibility, generous vacation, personal and volunteer days
• Employee Resource Groups support an inclusive workplace for everyone and promote community engagement
• Competitive compensation packages including health and wellbeing benefits, retirement savings plans, parental leave, and family building benefits
• Educational resources, matching gift and volunteer programs

What You'll Do

• Provide hands-on production support for mission-critical payments and foreign exchange applications, prioritizing business queries and restoring service within agreed Service Level Agreements (SLAs) and Operating Level Agreements (OLAs)
• Lead incident and problem management in line with ITIL and Deutsche Bank standards, manage service-level objectives for faster resolution and fewer incidents, and communicate issues and progress clearly to stakeholders
• Analyze application and infrastructure flows to identify and remediate performance, resiliency, and technical debt issues in partnership with development, infrastructure, and production teams
• Drive continuous service improvement by automating manual work, strengthening monitoring and platform hygiene, using data and analytics, and removing repetitive support activities
• Engage throughout the Software Development Lifecycle (SDLC), review production changes, including end-to-end instant-payment flows and participate in business continuity planning and component-failure testing
• Maintain support documentation and knowledge-management standards, monitor events through the 24x7 workbench, and coordinate vendor rota, daily activities, training needs, governance, and team performance

Skills You'll Need

• Extensive experience supporting complex applications and infrastructure in controlled production environments, ideally within financial services or global service operations, with strong knowledge of ITIL practices
• Hands-on knowledge of UNIX/Linux and Solaris, Java/J2EE, Python, Power Shell, Bash, Ansible, and automation across robotic process automation (RPA), workload, and batch environments
• Strong database experience with Oracle and Microsoft SQL Server, including writing SQL scripts and queries, plus experience with middleware, messaging, cloud, and complex application infrastructure
• Experience with application performance and event-monitoring tools including Geneos, Splunk, Grafana, and New Relic; scheduling with Control-M; and incident tracking using Remedy, HEAT, or comparable tools
• Bachelor's degree or equivalent practical experience, with the ability to troubleshoot production issues, self-manage a book of work, and communicate progress and risks clearly in a global matrix environment
• Proven ability to leverage AI…